Provide entry-level onsite IT support for end users by following documented procedures and escalation paths. This role focuses on basic troubleshooting, customer assistance, and hands-on support, with training and guidance provided.
Key Responsibilities
User Support
- Provide walk-up and desk-side support for common IT issues
- Assist users with basic questions and requests
- Support new hire and intern onboarding activities
- Deliver friendly, professional customer service
- Escalate issues when troubleshooting steps are exhausted
Hardware & Device Support
- Assist with setup and basic troubleshooting of:Laptops, monitors, keyboards, mice, and peripherals Mobile phones and tablets
- Perform simple break/fix actions: Device swaps Cable replacement Power and connectivity checks
- Support basic printer issues (paper jams, toner replacement)
Software & Application Support
- Assist users with common applications, including:Google WorkspaceMicrosoft OfficeZoom and Slack
- Help users with login issues, password resets, and MFA prompts
- Follow runbooks to resolve common application issues
AV & Conference Room Support
- Perform basic conference room checks:Powering on equipmentVerifying displays and connections
- Report and escalate AV issues using documented procedures
Network & Connectivity (Basic)
- Assist users with basic connectivity issues:Wi-Fi connectionVPN login
- Perform simple checks (cables, adapters, device settings)
- Escalate network issues to senior support teams
Access & Security Support
- Assist with:Account access requestsDevice enrollment and setup
- Follow security procedures for device handling and returns
Asset & Inventory Support
- Help manage IT inventory and storage areas
- Assist with asset tagging and equipment tracking
- Prepare equipment for new hires, reuse, or return
- Support equipment vending machines if applicable
Process & Team Support
- Follow documented procedures, runbooks, and checklists
- Accurately log and update tickets in the ITSM system
- Participate in training, onboarding, and refresher sessions
- Ask questions and seek guidance when needed
KPIs & Expectations
- Meet assigned ticket volume targets
- Follow SLAs and escalation timelines
- Maintain positive customer satisfaction scores
- Respond promptly to walk-up and chat requests
Required Skills & Experience
- 0–1 year of IT support or customer service experience (training provided)
- Basic familiarity with:Windows or macOSCommon productivity tools
- Strong communication and customer service skills
- Willingness to learn and follow procedures
- Reliable onsite presence and punctuality
Nice to Have (Not Required)
- IT coursework, certification, or technical training
- Experience in retail, hospitality, or customer support roles
- Interest in growing a career in IT support
#LI-MM1
